ZOIKO WEB SERVICES

Service levels & reliability

● All systems operational

Service levels & reliability

The commitments behind your production workloads — availability,
support, and recovery you can plan around.

99.95% Monthly uptime
< 30 min Critical response
24 / 7 Monitoring &
support
RTO < 4h Recovery target

● All systems operational

Service levels & reliability

The commitments behind your production workloads — availability,
support, and recovery you can plan around.

99.95%

Monthly uptime

< 30 min

Critical response

24 / 7

Monitoring & support

RTO < 4h

Recovery target

Availability & service credits

If we miss our monthly uptime commitment, you may claim a service credit per the schedule below. Full details are in the Service Level Agreement.

Monthly Uptime Service Credit
99.0% to < 99.95% 10% of monthly service fee
95.0% to < 99.0% 25% of monthly service fee
Below 95.0% 50% of monthly service fee

Support response targets

Response times by severity, available to production-tier customers.

Severity Description First Response
Critical Production down or unusable 30 minutes, 24/7
High Major function impaired 2 business hours
Normal Minor impact, workaround exists 1 business day
Low General questions 2 business days
Severity Table
Severity Description
Critical Production down or unusable
High Major function impaired
Normal Minor impact, workaround exists
Low General questions

How we deliver reliability

Service levels are backed by real engineering and operational practices.

Redundant architecture

Multi-zone deployment with automated failover and no single point of failure.

24/7 monitoring

Continuous detection and a trained team ready to respond at any hour.

Tested recovery

Encrypted backups and regularly exercised disaster-recovery plans.

Read the full SLA

Definitions, exclusions, and the claim process in detail.

View the SLA →
Trust Center

Read the full SLA

Definitions, exclusions, and the claim process in detail.

View the SLA →
Trust Center

Figures shown are illustrative placeholders. Confirm uptime, credits, and recovery targets with your team and align them with the legal SLA before publishing.

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